Customer Operations Executive - Greater London - Carmoola

    Carmoola
    Carmoola Greater London

    6 days ago

    Description

    Join the Revolution in Car Finance


    At Carmoola, we're changing the way people get on the road - making it faster, fairer, and entirely built around the customer. We've started with car finance, reimagining it from the ground up with a seamless, digital experience that puts drivers in control.

    Since launch, we've raised over £240m from top‑tier investors (including QED), helped over 16,000 customers get behind the wheel - and we're scaling fast.

    To take things to the next level, we're looking for a sharp, passionate, and customer‑obsessed Customer Operations Executive to deliver best‑in‑class support, delight our customers, and help build a world‑class operations engine at Carmoola.

    Your Mission


    You'll be the voice of Carmoola to our customers, responding to enquiries via phone, chat, and email, and making sure every interaction delivers a 'WOW' experience. From onboarding new customers to supporting them with any questions or issues and managing collections, you'll play a vital role in making car finance feel approachable, human, and seamless.

    This is a high‑impact role for someone who loves helping people, thrives in a fast‑paced environment, and is looking to build their career in a dynamic, growing fintech company.

    What You'll Be Doing

    • Delivering WOW service - Responding to customer queries via phone, chat and email, making every interaction warm, friendly and helpful.
    • Championing customer satisfaction - Helping onboard new customers and resolving any questions or issues that arise, making sure every customer feels heard and valued.
    • Collaborating across teams - Working closely with Product to continually improve the customer experience, providing valuable feedback and ideas.
    • Managing loan lifecycle - Helping customers throughout their journey, from onboarding and payments to managing collections, making sure every step is seamless and customer‑centric.
    • Looking for ways to go 'above and beyond' - Always looking for ways to make the experience better and delight customers.
    • Contributing to a growing company - Helping to build and scale operational best practices as Carmoola grows.

    Requirements


    What You'll Bring

    • 2+ years of experience in customer service, ideally in a consumer‑friendly environment.
    • Fantastic communication skills - warm, approachable and confident across phone, email and chat.
    • Strong interpersonal and empathy skills - high EQ, patient and genuinely passionate about making people feel valued.
    • Experience working in a mobile app or digital environment (Zendesk experience is a bonus).
    • Experience in a fast‑paced or startup environment - a growth mindset and positive 'can‑do' attitude.
    • Experience in lending or consumer credit is a big plus.
    • Highly autonomous and motivated - you take initiative, solve problems quickly and adapt as things evolve.

    Please note, this is a shift‑based role. You will work a 40‑hour week, and our opening hours are 8 am to 9 pm, 7 days a week. You'll usually work 2 weekends a month, but some months it could be 3 weekends.

    Benefits


    Why Join Carmoola?

    • Competitive salary range of £30K - £35K based on experience.
    • Hybrid working - 3 days a week in our London office, in the heart of beautiful Primrose Hill.
    • A high‑impact role with room to grow - You'll own a core area of our customer experience and have the opportunity to shape and expand your role over time.
    • A culture of trust, kindness, and ownership - We move fast, support each other, and enjoy the ride.

    If this sounds like your kind of challenge, let's talk.


    #J-18808-Ljbffr

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